I know it seems like I have it in for GoDaddy but they’re the only registrar I (and probably you) use for the reasons outlined in my last couple of posts.

Why is the first question the rep on the phone always asks “What is your customer number?”

Nobody knows their account number! You should ask them for their username (they type that in every time they use the site) or of course a domain name on their account (they’ll never forget that).

But the way it is now, the call will always start off with the customer saying “uh, I don’t know.” How much time is being wasted with that? Don’t tell me a $2 billion dollar company can’t figure out this basic piece of customer service call flow. All I can figure is there’s a psychological reason to it. To get the customer off balance from the start so the rep is in a position of power/authority and then he can sell services (perhaps ones customers don’t need if we’re being honest!).

GoDaddy, why not ask for the domain name or username to start off for the sake of all of us who have to call in a lot of times?

This post was written by domainer Matthew Crowder. His domains are listed over at BuyNamez.com.

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That’s good feedback. I’m going to share your thought internally here and see if we can’t improve on this process. I definitely see your points and I know that when a customer isn’t available, other options are. Thanks for sharing your thoughts on this!